Ticket priority matrix: set P1 to P5 from impact and urgency
Priority is not how loudly a customer writes. It combines impact (how many people are affected) with urgency (how soon it needs fixing). Pick one of each to see the priority and a starting target for it.
Priority
P3 · Moderate
A starting point for P3: first reply within 4 business hours, resolved within 24 business hours. These are examples; set targets you can meet on almost every ticket.
The full matrix
| High urgency | Medium urgency | Low urgency | |
|---|---|---|---|
| High impact | P1 Critical | P2 High | P3 Moderate |
| Medium impact | P2 High | P3 Moderate | P4 Low |
| Low impact | P3 Moderate | P4 Low | P5 Planning |
Questions
What is a ticket priority matrix?
A grid that turns two ratings into a priority. Impact is how many people or how much money is affected; urgency is how soon it needs fixing. High impact and high urgency is P1, the most pressing. Low on both is P5.
What is the difference between impact and urgency?
Impact is the size of the problem: one customer or everyone. Urgency is the clock: they can't work at all, or it can wait. A broken login for one person who can use another device is low urgency; a checkout that fails for everyone is high on both.
How many priority levels should a small team use?
As few as you'll use consistently. Many small teams are happy with four (urgent, high, normal, low). This matrix shows five because it's the common ITIL-style layout; fold P4 and P5 together if you don't need the difference.
What response times should each priority get?
The starter targets here (1 hour to 16 hours for the first reply on P1 to P5, in business hours) are examples, not a standard. Look at your current response times, set targets you can meet on almost every ticket, and tighten them as you improve. The SLA calculator turns a target into a due time.
Who should set the priority, the customer or the agent?
The agent, from what the customer tells them. Customers rate their own problem as urgent far more often than the matrix would. Ask what they can't do and who else is affected, then choose.
Link to this page
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<a href="https://flatdeskfinal.vercel.app/free-tools/ticket-priority-matrix">Ticket priority matrix</a>Guides that go with this tool
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